Shawndrell Ashley
Grand Prairie,TX
Summary
Remote-ready Customer Support & Operations professional with 14+ years of experience across healthcare, financial services, logistics, and technology. Specialized in high-volume chat, email, and ticket-based support within SLA-driven environments. Advanced in Zendesk, Engage, Salesforce, and CRM systems. Recognized for accuracy, compliance adherence, KPI performance, and cross-functional collaboration in remote and hybrid settings.
Overview
16
16
years of professional experience
Work History
Member Navigator - Chat & Digital Support
Baylor Scott & White Health
03.2024 - Current
- Deliver high-volume, real-time member support via chat and secure messaging platforms.
- Resolving over 80 customer inquiries weekly by researching and documenting solutions using Engage, Zendesk, and internal CRM systems.
- Achieving over 95% timeliness and accuracy in meeting performance benchmarks for digital support operations.
- Collaborating with 5+ teams, including eligibility, care, and billing, to successfully resolve complex cases, enhancing patient satisfaction and operational efficiency.
- Maintaining HIPAA compliance while managing sensitive health information records daily using secure data management tools.
- Adapt quickly to workflow and system enhancements in a fast-paced remote environment.
Credentialing & Operations Analyst - Digital Support & Data Management
Nomad Health
03.2022 - 02.2024
- Managed high-volume provider case workflows with strong attention to documentation accuracy.
- Tracked and resolved time-sensitive requests within established SLAs.
- Partnered with compliance and operations teams to clear escalations and prevent delays.
- Managed over 150 credentialing inquiries weekly using ticketing systems, chat and email communication.
- Identified documentation gaps and contributed to workflow optimization improvements.
- Supported urgent and escalated cases while maintaining service-level standards in a remote setting.
Sr. Weekend Account Coordinator
Arrive Logistics
02.2020 - 12.2021
- Managed high-priority logistics cases during weekend operations, ensuring prompt resolution and continuity of service.
- Coordinated resolution of time-sensitive issues with carriers and clients through digital channels and phone, enhancing communication flow.
- Handled escalations and service recovery in fast-paced environments, maintaining customer satisfaction under pressure.
- Maintained accuracy and service reliability under strict delivery deadlines.
- Documented shipment updates and stakeholder communications in internal systems.
Coordination Database Associate
Center for Child Protection
08.2019 - 11.2020
- Ensured data integrity and compliance in sensitive case management workflows to support regulatory standards.
- Audited and maintained confidential case data across internal databases to uphold data accuracy.
- Coordinated and documented multi-department activities to enhance collaboration and workflow efficiency.
- Supported teams managing trauma-informed cases with discretion and accuracy.
Ads Integrity Analyst
BCForward
01.2018 - 02.2020
- Investigated reports and documented enforcement actions in moderation systems.
- Reviewed and categorized user-generated content to ensure compliance with established guidelines.
- Collaborated with leads to enhance accuracy of policy enforcement and streamline workflow processes.
- Maintained detailed documentation to support effective digital content governance.
Fraud Prevention Specialist
Adecco @ Apple
11.2016 - 01.2018
- Investigated suspicious account activity and validated customer identities to mitigate fraud risk.
- Escalated high-risk cases to internal fraud and compliance teams for further evaluation and action.
- Documented findings in fraud prevention and case management systems to support case resolution.
- Protected sensitive financial and personal data with strict confidentiality.
Quality Assurance Specialist
Santander Consumer USA
01.2013 - 11.2016
- Conducted quality audits of customer interactions and loan documentation to ensure compliance and improve service delivery.
- Documented audit findings and generated compliance performance reports to inform management decisions.
- Analyzed service trends to inform coaching and training initiatives for enhanced team performance.
Customer Service Representative
State Farm Insurance
08.2010 - 12.2012
- Maintained service quality metrics by delivering empathetic communication to enhance customer satisfaction.
- Provided multi-channel support for billing, policy, and claims inquiries.
- Updated CRM data and processed policy adjustments to ensure accurate customer records.
Education
High School Diploma -
Zion Academy
Fort Worth, TXSkills
- Multi-Channel Support
- Zendesk
- Salesforce
- Ticketing Systems
- CRM Documentation
- Escalation Management
- SLA & KPI Performance
- QA & Data Auditing
- Remote Workflow Management
- HIPAA & Regulatory Compliance
- Engage
- EPIC
Timeline
Member Navigator - Chat & Digital Support
Baylor Scott & White Health
03.2024 - Current
Credentialing & Operations Analyst - Digital Support & Data Management
Nomad Health
03.2022 - 02.2024
Sr. Weekend Account Coordinator
Arrive Logistics
02.2020 - 12.2021
Coordination Database Associate
Center for Child Protection
08.2019 - 11.2020
Ads Integrity Analyst
BCForward
01.2018 - 02.2020
Fraud Prevention Specialist
Adecco @ Apple
11.2016 - 01.2018
Quality Assurance Specialist
Santander Consumer USA
01.2013 - 11.2016
Customer Service Representative
State Farm Insurance
08.2010 - 12.2012
High School Diploma -
Zion Academy